BetterWorld Technology Managed Services - Service Level Objectives
A support representative will determine the severity level based on the description provided by the customer according to the table below.
The customer will ensure that each support case submitted will designate the initial severity level of the challenge in accordance with the definitions in the table, identify the services that experienced the challenge, and provide contact information for the customer most familiar with the issue.
Service Level Expectations
Severity | Severity 1 Critical | Severity 2 High | Severity 3 Medium | Severity 4 Low |
|---|---|---|---|---|
Business/Financial Risk | Catastrophic exposure | Major exposure | Moderate exposure | Minimal exposure |
Work Stoppage | Full; All work has ceased. | Significant; Most work has ceased. | Some; Some work has ceased. | Minor; Little work has ceased. |
Percentage of End Users Effected | 75 – 100% | 30 – 75% | 15 – 30% | 0 – 15% |
Workaround | None acceptable | Semi-acceptable; Short term | Acceptable; Medium term | Acceptable; Medium term |
Initial Response Time | 1 hour or less | 2 hours or less | 6 hours – 1 business day | 8 hours – 1 business day |
Resolution Target Time | 24 hours or less from first response | 36 hours or less from first response | 5 business days or less from first response | 7 business days or less from first response |
Target Service Level Answer Times |
|---|
Email: Within 24 hours |
Voicemail: Under 1 Hour on Average |
Chat: Under 5 Minutes on Average |
Chat: Under 5 Minutes on Average |
Initial Response Time refers to the time within which BetterWorld will acknowledge receipt of the Customer’s request.
Resolution Target Time refers to the time within which BetterWorld will aim to resolve the issue or provide a workaround.
*There may be situations that don’t fit these definitions perfectly.
Escalation Process
If the Customer’s issue is not resolved within the specified Resolution Target Time, it will be escalated through the following support hierarchy:
-
Service Desk Team Lead
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Senior IT Operations Manager
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IT Operations Director
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Account Manager
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Chief Operating Officer (COO)
-
Chief Executive Officer (CEO)
IT POC Email Contacts
The below email contacts are to be used by your business IT Manager and not for daily user requests.
Any user request should follow the How to Get Help Guide which should have been provided to you and send a request to: Support@betterworldtech.com
Escalations@betterworldtech.com This email should be used to escalate requests to your Service Delivery Team.
• Onboarding\Offboarding Request (Onboardings 48 HR notice required)
• User requests you feel were not handled properly
• Upcoming Projects
• Security vulnerabilities your organization might be experiencing (spam, virus, malware, compromised accounts)
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